Talent Shared Services Customer Support Coordinator

Job description

Position Summary:
The Customer Service Coordinator is part of a service delivery team that works with many areas of the firm as the entry point for customers seeking support with specific administrative activities. You'll evaluate work requests, communicate scope of services, route materials accordingly, and manage customer relationships. In this role you will be responsible for monitoring shared mailboxes, telephone hotlines and accurately and efficiently processing incoming support requests into a tracking database.

Essential Functions of the Job:
• Review customer-submitted work requests and input into work request tracking database. Refer customer queries to appropriate management.
• Advise clients on scope of services offered.
• Develop and manage customer relationships. React appropriately to unexpected situations and communicate situations to leadership as necessary.
• Make resource assignments based on assessment of project requirements and by applying knowledge of staff skill sets.
• Work with the functional managers to ensure urgent and critical work requests are being handled.
• Escalate matters to supervisor that require immediate attention.
• Alert leadership of any potential workload issues. Maintain knowledge of tracking tools and submission documentation.
• Assist with special projects, as needed.
• Share knowledge on tools, web sites, file formats, operating guidelines and quality standards, and intake process.
• Pursue and share leading practices with team.
• Provide input for future staffing/resource needs.
• Knowledge of EY business unit organization is essential.
• Interacts effectively and maintains a positive demeanor in a fast-paced environment, while demonstrating tact and diplomacy
• Dependable, strong teaming skills and the ability to prioritize and meet deadlines.

Analytical/Decision Making Responsibilities:
• Apply standards, policies, procedures, and functional knowledge with the expected level of supervision.
• Analyze project deliverables, assign required level of support, and/or determine appropriate approval routing.
• Plan and organize work within the job/project responsibilities.

Knowledge and Skills Requirements:
• Outstanding customer service skills, with individuals at all levels
• Strong attention to detail
• Strong organizational skills
• Excellent written and verbal communication skills
• Ability to prioritize and meet deadlines in a fast-paced environment
• Ability to work effectively in a virtual team environment
• Demonstrates proficiency with standard software applications, such as Microsoft Office and other basic applications

Supervision Responsibilities:
• In this role, you'll frequently work independently and inform supervisor of work request status.

Other Requirements:
• Depending upon workload, this position typically will require overtime.

Job Requirements:
Education:
• High School diploma or equivalent work experience

Experience:
• Approximately 3 years of related experience

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.